Refund policy

Return, Refund & Cancellation Policy

Last updated: July 12, 2026

14-day return window
You may request a return within 14 calendar days after delivery. Contact support@viralero.com before sending anything back and include your order number and reason for the return. Returns sent without authorization may be delayed or rejected.

Return eligibility
To be eligible, an item must be unused, in the condition received, and returned with its original packaging and included accessories. You may inspect an item as reasonably necessary to determine its nature and function. We may reduce a refund for loss in value caused by handling beyond that.

Non-returnable items
For health and hygiene reasons, opened or used personal-care items cannot be returned unless defective. We also do not accept returns of customized goods, perishable goods, hazardous materials, gift cards, or items clearly marked final sale before purchase. This does not limit rights for defective, damaged, or incorrectly supplied goods.

Return instructions and cost
Email support@viralero.com for the correct return address and instructions. Do not send returns to our German business address unless we explicitly authorize that address. For a change-of-mind return, the customer pays the direct return shipping cost. If the item is defective, damaged, materially different from its description, or the wrong item, Viralero will provide an appropriate remedy and cover reasonable authorized return costs where a return is required.

Damaged, defective, or incorrect items
Contact us within 14 days of delivery with your order number and clear photos of the item and packaging. We will review the issue and, as appropriate, offer a replacement, refund, or other remedy. Do not discard the item or packaging until we confirm the next step.

Refunds
After we receive and inspect an authorized return, we will notify you of the decision. Approved refunds are issued to the original payment method. Please allow up to 10 business days after approval for your bank or card issuer to post the refund. Original standard shipping charges are refunded only where required by law or where the return results from our error. Expedited or optional shipping upgrades are non-refundable.

Cancellations and order changes
Contact us as soon as possible. We can cancel or change an order only before it enters fulfillment. Once fulfillment or shipment has begun, cancellation is not guaranteed; you may need to follow the return process after delivery. If we cannot ship within the promised timeframe, we will notify you and, where required, offer the option to accept a revised date or cancel the unshipped order for a prompt refund.

Lost packages
If tracking shows delivered but you cannot locate the package, check the delivery location, household members, neighbors, and carrier notice, then contact the carrier and support@viralero.com. We will investigate. A replacement or refund is determined after the carrier investigation and applicable consumer law.

Contact
Viralero
support@viralero.com
Response target: 1–2 business days.

Nothing in this policy limits non-waivable rights under applicable consumer law.